UP2STEPReviews of up2step.com

4.3365 reviews
Clothing & Underwear
1201 Orange Street, Suite 600, Wilmingto, Delaware

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UP2STEP

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About UP2STEP

Online fashion shoes store

UP2STEP (up2step.com) has 365 customer reviews on Five Star Index, with an average rating of 4.3 out of 5.

Also known as: up2step.com
Website: up2step.com
Category: Clothing & Underwear
Location: Wilmingto, Delaware
Listed on Five Star Index: 2026

About these reviews

Replies: The company replied to 93% of reviews.
Latest: Most recent review: October 2026.
Edits: Reviews are shown as their authors wrote them. The company can reply, but cannot edit them.
Score: This company cannot pay to remove reviews or change its score.

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Jamie

Apr 8, 2025

Still not refunded on defective item received.

The shipping took a little longer than expected and the shows looked to be mildly worn on the bottom of the soles and there was a rhinestone missing. The comminuication and customer service was fast and efficient until I requested a refund. I was told to keep the pair or shoes and they asked if I preferred a refund or to reprocess my original order. I requested a refund and since then have not heard back from anyone, and its been 4 days. I am starting to think they have no intention of refunding me for the defective item I received. I'm looking into reporting this company, not retuning my money is theft. Beware, you may not get your money back. Update: I did receive an email indicating they were attending to a festival, so they were unavailable for the time I was contacting them about the refund. I was assure they issued the credit back and they did not want the damaged shows returned to them. A couple of days after that, I did get the refund.

Response from UP2STEPJan 29, 2026

Hi Jamie, We are genuinely sorry that the product did not meet our quality standards and for the frustration caused by the communication gap regarding your refund. Thank you for updating your review to confirm that the refund was processed. We are glad to know this was resolved, and we appreciate your patience during the period when our team was attending an industry festival, which temporarily affected our response time. Please know that we have reinforced our service coverage to ensure availability during such events moving forward. We truly value your feedback and will use it to improve our quality control and customer service processes. If there is anything else we can assist you with, please do not hesitate to contact us. Thank you for giving us the opportunity to make things right. Best regards, Customer Service Team Up2Step

UP2STEP reviews

365 approved reviews, newest moderated first

amanda D.
May 5, 2025
Horrible customer support.
I placed an order for bridal shoes and never did get a confirmation email , nor has the purchase been added to my purchases in the dashboard. Nothing was sent to me. However they did manage to charge my credit card. I emailed three times, Facebook messaged once and also sent multiple requests on their site to please respond. If I do not hear back by the end of the week I will be contacting my credit card company and get the charges reversed. Absolutely horrible service.
Response from UP2STEPJun 13, 2025
Hi amanda, We sincerely apologize for the frustration and concern you've experienced regarding your bridal shoes order. Regarding your order confirmation, our system shows that an automatic confirmation email was sent immediately after your purchase. Sometimes these emails can be redirected to spam or junk folders by email providers. When you alerted us you hadn't received it, our customer service team manually resent the confirmation with a screenshot for you. Your satisfaction is our top priority. Any future question, please don't hesitate to contact with us. Thank you for your feedback we'll constantly improve our service. Warm regards, Up2Step
Liesa Maria L.
Apr 24, 2025
Shoes are way too big
Shoes are way too big. EU40 is not true to size. I even sent measurement of my feet as they offer to ensure a precise fit. So that did not work well. Customer service unresponsive. Merchandise arrives from China and smells extremely like chemicals. Immediate headache after opening the box.
Response from UP2STEPJan 29, 2026
Hi Liesa, We sincerely apologize for the frustration you've experienced. We understand how disappointing this must be, especially after providing your foot measurements to ensure a precise fit. It is important to note that, like many footwear brands, different shoe styles and constructions can vary in fit, even when labeled with the same size. While we strive for consistency, variations in materials and design can affect the final fit. Our customer service team did offer multiple solutions to resolve the issue, and understanding that a replacement pair would not arrive in time for your needs, we mutually agreed to proceed with a refund. We deeply regret that this situation impacted your experience and have taken steps to review our sizing guidance and packaging processes to prevent similar concerns in the future. Thank you for bringing this to our attention, and we hope to have the opportunity to provide you with a better experience in the future. Best regards, Customer Service Team Up2Step
Mary
Apr 23, 2025
Do not order from this company
Do not order from this company until you want to gamble that you get your order right. If you get the wrong color, or size, for example. They won't allow you to return it unless you pay to have it shipped back to China.
Response from UP2STEPJan 29, 2026
Hi Mary, We sincerely apologize for the frustration you've experienced with your order. We take all feedback seriously and strive to resolve every customer concern with care and fairness. At Up2Step, we are committed to providing excellent customer service and ensuring satisfaction with every purchase. And we do offer returns. To better understand your specific situation and explore how we can assist you, could you please provide your order number? This will allow us to look into the details of your case and work toward a resolution that meets your expectations. Thank you for bringing this to our attention, and we look forward to the opportunity to make things right for you. Best regards, Customer Service Team Up2Step
Jamie
Apr 8, 2025
Still not refunded on defective item received.
The shipping took a little longer than expected and the shows looked to be mildly worn on the bottom of the soles and there was a rhinestone missing. The comminuication and customer service was fast and efficient until I requested a refund. I was told to keep the pair or shoes and they asked if I preferred a refund or to reprocess my original order. I requested a refund and since then have not heard back from anyone, and its been 4 days. I am starting to think they have no intention of refunding me for the defective item I received. I'm looking into reporting this company, not retuning my money is theft. Beware, you may not get your money back. Update: I did receive an email indicating they were attending to a festival, so they were unavailable for the time I was contacting them about the refund. I was assure they issued the credit back and they did not want the damaged shows returned to them. A couple of days after that, I did get the refund.
Response from UP2STEPJan 29, 2026
Hi Jamie, We are genuinely sorry that the product did not meet our quality standards and for the frustration caused by the communication gap regarding your refund. Thank you for updating your review to confirm that the refund was processed. We are glad to know this was resolved, and we appreciate your patience during the period when our team was attending an industry festival, which temporarily affected our response time. Please know that we have reinforced our service coverage to ensure availability during such events moving forward. We truly value your feedback and will use it to improve our quality control and customer service processes. If there is anything else we can assist you with, please do not hesitate to contact us. Thank you for giving us the opportunity to make things right. Best regards, Customer Service Team Up2Step
Yejide B.
Apr 1, 2025
Excellent customer service and product
This is my third time buying from them and all 3 experiences is fantastic 👌, the third transaction is the ultimate. I placed my order and my shoe came very perfect and beautiful but unfortunately it ran small and I emailed the company and behold, the response was on point and I was offered a new set but was told to keep the original, guess what? The second pairs came exactly 5days after and it fits perfectly. Thanks up2step for the good customer service. Will definitely patronize you for more.
Response from UP2STEPJun 12, 2025
Hi Yejide, We're absolutely honored by your continued trust in UP2STEP. Your latest experience with the size exchange perfectly illustrates our "customer-first" philosophy - we're thrilled both pairs found happy homes with you! Stories like yours motivate our team to go above and beyond every day. We've shared your kind words with our entire staff as a shining example of the service we strive to deliver. With sincere appreciation, Up2Step
Mr D.
Mar 31, 2025
The first shoes were too big
The first shoes were too big and the company offered me a free pair without me returning the original. Second pair arrived perfect and a very pleased customer. Excellent company to deal with made everything very easy A+
Response from UP2STEPJun 12, 2025
Hello, We're delighted that our size resolution process made everything easy for you. At UP2STEP, we stand by our products and want every customer to be completely satisfied, just like you. The perfect fit you found with your second pair makes us so happy! We truly appreciate your support and trust in us. Best wishes, Up2Step
Keri-Lynn K.
Mar 31, 2025
Gorgeous boots
Gorgeous boots, great customer service! Speedy delivery! This is a great company
Response from UP2STEPJun 12, 2025
Hi Keri-Lynn, Thank you for this wonderful feedback that captures exactly what we strive for at UP2STEP. Our design team will be thrilled to hear their work is being appreciated, and our logistics team will be proud to know their speedy delivery didn't go unnoticed. Most of all, we're so glad our customer service met your expectations. Best wishes, Up2Step
Donna H.
Mar 15, 2025
Great Customer Service
Hello Up2step, Again thank you for my requested refund after waiting for an unusual period of time. Even though you refunded me, I was pleasantly surprise for the arrival of my shoes today! Amazing. Not often a store refunds you and still gives you your product. I clearly have no reason to complain and recommend your business as your company stands behind their word.
Response from UP2STEPJun 13, 2025
Hi Donna, Your review truly touched us! While we regret the initial delay that led to your refund, we're overjoyed that the arrival of your shoes brought you happiness. At UP2STEP, integrity is at our core - we believe in doing what's right, even when it means going beyond standard policies. Your willingness to share this experience means more than we can express. With warmest thanks, Up2Step

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About UP2STEP

About these reviews

More in Clothing & Underwear, Delaware

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